🛠 Tech Stack

💼 About This Role

You'll lead a team of support engineers for a leading compliance SaaS provider, driving metrics-driven improvements to reduce MTTR. You'll act as both hands-on technical leader and strategic operator, focusing on application troubleshooting and root cause analysis.

🎯 What You'll Do

• Lead and mentor a team of L2/L3 Production Support Engineers.
• Define and optimize key operational metrics like MTTR and incident volume.
• Diagnose and resolve application-level issues using debugging and log analysis.
• Establish and refine incident management processes and lead critical incident resolution.
• Champion root cause analysis and drive process improvement through automation.

📋 Requirements

• 6+ years in production support, DevOps, or SRE roles.
• At least 3 years leading or mentoring technical teams.
• Proven experience troubleshooting application code issues using software development techniques.
• Demonstrated expertise building and scaling metrics-driven teams with measurable MTTR improvement.
• Strong background supporting SaaS/cloud-native production systems in high-availability environments.

✨ Nice to Have

• Experience with containerized systems (Docker, Kubernetes) or cloud platforms.
• Familiarity with observability tools (Datadog, New Relic, Splunk, Prometheus/Grafana).
• Background in software development or systems engineering.

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💻 Remote-friendly hybrid work
• 📈 Professional development opportunities
• 🏥 Health and wellness benefits
• 💰 Performance bonuses

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min
4. 4Offer· 15 min